Best Preparations of ADM-261 Exam 2022 Service Cloud Consultant Unlimited 349 Questions
Focus on ADM-261 All-in-One Exam Guide For Quick Preparation.
NEW QUESTION 12
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers
- A. Write an Apex trigger that deletes one case each time a new case is created.
- B. Optimize queries to reduce the scope of Cases included with each search.
- C. Create a data retention plan that archives or purges Cases at regular intervals.
- D. Ask contact center managers to review data each quarter to possiblydelete.
Answer: B,C
NEW QUESTION 13
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Optimize the customer community for mobile devices to have access to the same support as desktops.
- B. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- C. Create a central "Contact Us" page which provides access to all available channels.
- D. Replace the existing "Chat Now"button on the Customer Community with a toll- free phone number.
- E. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
Answer: A,C,E
NEW QUESTION 14
Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)
- A. Abandon rate
- B. Average handle time
- C. First call resolution
- D. Average days to close
Answer: A,C
NEW QUESTION 15
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.
- A. Enable Chatter for agent collaboration.
- B. Enable Ideas in a Service Cloud portal.
- C. Enable Knowledge in a Service Cloud portal.
- D. Create auto response templates for emails.
Answer: C,D
NEW QUESTION 16
Universal Telco sells and supports a line of smart phones. The company offers support via phone,email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers
- A. Cases by Support Channels
- B. Average Call Handle Time
- C. Number of Portal Logins per Day
- D. Escalated Calls
- E. Knowledge Article Usage
Answer: A,C,E
NEW QUESTION 17
Which application will allow a client to enable Ideas on a public website?
- A. Partner portal
- B. Sites
- C. Customer portal
- D. Self-service portal
Answer: B
NEW QUESTION 18
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?
- A. Plan, Prepare, Validate, Execute, Test
- B. Prepare, Plan, Validate, Execute, Test
- C. Plan, Prepare, Test, Execute, Validate
- D. Prepare, Plan, Test, Execute, Validate
Answer: A
NEW QUESTION 19
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universalcontainers service cloud instance
- A. Bulk Data Transfer API
- B. Data Integration via SOAP API
- C. Cloud-to-Cloud Integration Toolkit
- D. Java Language Specific Toolkit
Answer: A
NEW QUESTION 20
A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have tomanually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers
- A. Route to agents staffing the assigned overflowqueues.
- B. Route to agents with the most capacity to take on new work.
- C. Route to agents with the least amount of active assigned work.
- D. Route to agents with the most cases closed for that topic.
Answer: B,C
NEW QUESTION 21
Universal Containers has determined that case list views are slow to load because ofthe large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Filter the views by case owner
- B. Reduce the number of fields displayed
- C. Restrict visibility of the views
- D. Removefilter criteria from the views
Answer: A,B
NEW QUESTION 22
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to theassociated product article types
- B. Assign team-based profiles to the associated product data category value
- C. Assign team-based profiles to the associated product article types
- D. Assign team-based roles to the associated product data category value
Answer: D
NEW QUESTION 23
The contact center at universalcontainers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers
- A. Customer community
- B. Automatic call distribution
- C. Service cloud console
- D. Knowledge base
Answer: A,D
NEW QUESTION 24
Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers
- A. Chatter Questions
- B. Community
- C. Live Agent
- D. Web -to -Case
Answer: A,B
NEW QUESTION 25
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the consolewhile agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?
- A. Build a customer visual force page with the list view and assign it to the console sidebar.
- B. Configure the case list under custom console components so users can view the list view along with the case view
- C. Enable the list to be pinned in the console. This allows users to view the list alongside the case viewin the console
- D. Recommend opening the caselist view in a separate browser tab and use the window alongside the case view
Answer: C
NEW QUESTION 26
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measure can satisfy this requirement?
- A. Net Promoter Score
- B. Customer Engagement Score
- C. Customer Satisfaction
- D. Service-Level Measure
Answer: A
NEW QUESTION 27
Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?
- A. Process Builder Assignment
- B. Omni Channel
- C. Case Assignment Rules
- D. Live Agent
Answer: B
NEW QUESTION 28
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?
- A. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
- B. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
- C. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type
- D. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type
Answer: C
NEW QUESTION 29
The Universal Containers Contact Center has Customer Support Agents who speakSpanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?
- A. CaseAuto -Response Rules
- B. Case Assignment Rules
- C. Omni -Channel
- D. Visual Workflow
Answer: C
NEW QUESTION 30
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